This post outlines a 4-step strategy for counteracting a low review rating on Trustpilot.
Trustpilot has established itself as a reputable review platform that consumers trust, and companies can oftentimes find that they have profiles there without their knowledge. Unfortunately there's not much you can do about this, and simply leaving it will result in a growing problem that will soon become too big to ignore.
By adopting the 4-step strategy below, you can be proactive and start turning a situation that is costing you revenue around.
1. Reply to the reviews
All businesses have issues, we're all human after all. It's how companies deal with these issues that sets them apart - and you should show your potential customers that you are working to improve and help your unhappy customers by responding to their reviews.
2. Invite customers to review you on Trustpilot
This may feel counterintuitive, but having a low rating on Trustpilot will certainly cost you sales. Trustpilot has a very strong domain authority, and will oftentimes show up on the first page of Google results when potential customers search for your business.
The only way to counteract this is to "drown out" the negative reviews with more reviews from your customers. To be clear, we're not suggesting that you only ask your happy customers to review you on Trustpilot - this is against the guidelines. You should be asking all your customers to review you there, and you can do this using Trustpilot's free account.
3. Set up a Google Business listing
Odds are that your potential customers will Google your company before making a purchase, and as mentioned above, one of the first results they will see below your website is your Trustpilot profile. If you have a majority negative reviews there, you'll want to counteract those reviews by setting up a free Google Business listing which appears to the right of search results:
By setting up this listing and inviting your customers to review you there, you can counteract the negative impression created from your Trustpilot profile. You can use Reviewshake to manage this workflow.
4. Use native Facebook reviews
Likewise, we recommend that you use native Facebook reviews, as they also show up in Google results as well as the blue stars across Facebook. Some companies setup an external review widget (example below), but this is counterproductive as it doesn't generate the native Facebook review stars on Facebook or Google, which looses out on SEO benefits.
Part of your review distribution strategy should include inviting your customers to review you on Facebook, as these will also help build confidence with your potential customers.
Having negative reviews online is natural for any business, and what sets us apart is how we deal with those negative reviews. Ignoring them will cost you revenue by dissuading potential customers from doing business with you.
By being proactive, you can step out in front of the problem before it becomes too big to deal with, and Reviewshake can help you do this. Feel free to get in touch with us if you have any questions or further ideas in this area.